When Banks don't Act on FOS Findings

eskbanker

Cotta wrote: »

On point 1 there seems to be confusion between FOS and TSB. FOS advise they did indicate a deadline while TSB have no idea why it wasn't met. I must say I find TSB's disregard for FOS alarming.

Have you seen clear evidence of FOS advising TSB of any deadlines, i.e. copies of letters, emails, etc, that were definitely sent from FOS to TSB?

TSB undoubtedly haven't covered themselves in glory on this but the FOS complaint is all about their own performance, although part of this is their apparent inability to get TSB to take action.

Cotta

Two emails in one day, I am feeling lucky.


Dear Mr. Cotta,

I am sorry to learn that you remain dissatisified although I would reiterate that our colleagues at TSB are willing to send across the funding. I have asked them why it took nine weeks to get to this stage when they were offered three from us and they are unable to explain the delay. As there is a breach here if I was to have a word with my colleague at TSB and ask them to offer something to put this delay right would that satisfy you and we could then close off the need for a call from a Manager?

Please let me know by 15:00 today.

Kind Regards
FOS.

eskbanker

Wow, she's really running scared now!

I suggest: please continue your efforts to get TSB to respect your decision but for the avoidance of doubt I do still wish to discuss this with a manager.

Edit: to me her belated attempts to pacify you by 'convincing' TSB not just to pay up but to offer a bit extra are a blatant attempt to buy you off and avoid her manager getting involved. Personally I think this is her digging herself into an even deeper hole (after all she's said previously) and this strengthens the case for getting the whole thing reviewed by someone more senior, who is unlikely to be impressed with her tactics....

EachPenny

eskbanker wrote: »

Wow, she's really running scared now!

I suggest: please continue your efforts to get TSB to respect your decision but for the avoidance of doubt I do still wish to discuss this with a manager.

I echo eskbanker's comments. The service you've had from the FOS is terrible Cotta.

In particular the repeated reference to 'colleagues' is totally inappropriate. From the FOS website:-

The Financial Ombudsman Service was set up by law as an independent public body. Our job is to resolve individual disputes between consumers and businesses - fairly, reasonably, quickly and informally. https://www.financial-ombudsman.org.uk/about/aims.htm

The FOS cannot be seen to be 'independent', let alone 'fair', if they correspond with a complainant referring to the other side as "colleagues". Whether that term is corporate policy, or if it is just the adjudicator's own approach, it is something you ought to be challenging.

(and I think you will probably find it quite rewarding to do so )

eskbanker

The repeated references to 'colleagues' have grated with me too, but realistically I think that merits its final place on my 'off the cuff' list of things to complain about rather than being seen as of primary significance.

Sure, it suggests a lack of impartiality that FOS would struggle to defend and may even be symptomatic of the adjudicator's apparent lack of enthusiasm for pursuing TSB, but ultimately it's those actions that should be measured rather than something which may have contributed to them!

brianposter

OP, to my mind you insist on a call from the manager and then simply point out that the adjudicator appears to need more training.
Wasnt this something pointed out on the radio/tele some time ago ?

Silver_Queen

Hopefully if you stick to your guns, she'll actually get some proper retraining and the next poor person won't have to go through this whole palaver.

She says she'll try to get them to pay extra because of their delay, forgetting that (1) only four days ago did she tell you repeatedly and rather rudely that you would not be getting more because of the delay and (2) she seems to have had rather a lot of trouble trying to get TSB to comply with her decisions, so where's the reassurance that she'll be able to get them to pay any extra?

Cotta

The below has annoyed me a little:

Dear Mr. Cotta,

Having spoken to TSB they don't feel they should pay extra for the delay and on reflection I agree with them as we are not in the business of punishing companies. Your option now is to go to the Ombudsman.

In light of what I've said above can I cancel the call from the Manager? They will not be reviewing the merits of the case in any eventuality.

Please respond by 14th February.

Regards
FOS

masonic

Wait, did you ask her to go back and ask for more money? It seems like she's just sabotaged your compensation. I would be clarifying that the call with the manager was to discuss her conduct on the case and that it should go ahead ASAP.

Cotta

masonic wrote: »

Wait, did you ask her to go back and ask for more money? It seems like she's just sabotaged your compensation. I would be clarifying that the call with the manager was to discuss her conduct on the case and that it should go ahead ASAP.

I didn't ask for compensation just to speak to a Manager and what happens when firms ignore their deadlines?